Guided Onboarding
How to get started with Octocom for advanced use cases
Last updated
How to get started with Octocom for advanced use cases
Last updated
If the options that were outlined in our do not fit your needs, or you'd simply like to have some assistance in your setup, we offer guided onboarding.
With guided onboarding, our team helps your team with the following:
Analysis and planning
Connecting to your systems
Configuring the bot to follow your customer service processes
Customizing and fine-tuning the AI models
Testing the bot
Launching the bot
Continuous monitoring and maintenance of the bot
We're happy to do the guided onboarding without any fees or contracts. Our company's philosophy is to minimize friction in adopting AI - guided onboarding is a big part of this.
Below, we will outline the whole process from start to finish. Depending on your team's speed and project complexity, the setup time can range between a few days to a couple of months. It's common to have the bot ready for launch within 2-3 weeks of starting the project.
Communication between teams
The first step is to decide what communication channel would be most efficient between our teams. We typically offer the following communication channels:
Shared slack channel - the most efficient and convenient method
Shared MS team channel - useful if your team works in the MS ecosystem
Email - if your company prefers to communicate via email
Analysis and planning
Once we have arranged the preferred communication channels, the next step is to analyze your customer service team's workflows, policies, and systems. We need to identify which customer queries are most frequent and how to resolve them.
We recommend our customers to always pick the minimal set of AI functionalities that will bring the biggest value to the business. Smaller set of functionalities is easier to test and deploy quickly. Once launched, we can keep adding new functionality on a regular basis. Most successful projects operate under this principle.
All of this can be done within 1-2 meetings and exchanging a few messages.
Connecting to your systems
Once we agree on what functionality to implement, the first step is gaining access to the relevant IT systems. Product-related tasks require product information. Post-sales tasks require ecommerce platform or ERP connection.
Besides the ecommerce platform / ERP connection, we can also connect:
Your current help desk - this way your team can continue using the tools they're used to
Email marketing tool - information collected from recommendations can be used to improve email campaigns
Social media
Messaging apps
The system connection typically depends on the IT team's speed. If the IT systems your company uses already has all the needed APIs, then we just need the credentials and we can connect within a couple of days. However, if the IT team needs to add new APIs/feeds, then this can take much longer.
Sometimes, it's possible to avoid using IT systems altogether and save a lot of time by slightly changing the way the bot does work. We discuss these options during the planning phase.
Configuring the bot to follow your customer service processes
Once we have access to the minimal set of systems needed to do the work, we begin configuring the bot to follow the customer service processes.
This process typically involves collaboration with the customer service team leaders. If the information collected during planning phase is insufficient, we might need more meetings with these individuals in order to gather information on how to configure the bot.
Customizing and fine-tuning the AI models
If your business has unique requirements that our system does not do out of the box, we're able to train our models to perform completely new tasks.
We can also change the way our bots do product consultation and post-sale workflows.
Testing the bot
Before launching the bots, both our and your teams typically undergo some testing. The bots can be tested in a safe playground environment using sandbox orders.
The extent and length of testing depends on your company's risk tolerance. You can test for as long as you wish.
If you identify any issues, our team is happy to keep fixing and tweaking the bot until you're satisfied.
Launching the bot
We recommend launching the bot in different channels progessively in this order:
Web chat
Social media
Phone calls
However, we frequently switch up the order if the business' needs require it.
If there's a very large scale of inquiries, we're able to configure the bot to:
Respond only to a certain % of inquiries - the remainded would be instantly forwarded to the customer service team
Display the bot only outside of working hours
Continuous monitoring and maintenance of the bot
If you notice any issues with the bot, our team will immediately fix everything. Additionally, if you make changes to your processes or systems, our team will help you with the changes.
Each Octocom client gets a dedicated account manager who's resposible for understanding your business and helping you achieve your goals.
Further improvements to the bot
Once the bot is launched, we monitor the resolution rate metrics, and once we have sufficient date, we then target the next set of most impactful workflows that the bot should handle. We keep doing that until we reach a high resolution rate and no more tickets can practically be automated.